Patient Experience Officer

Job description

Job responsibilities

Job Summary

Workington GP Practice have an exciting opportunity for an enthusiastic, innovative, dynamic and highly motivated post holder, who is passionate about improving experiences for patients, within the newly merged five site practice. Work with a supportive, innovative team to help improve patient and staff experience.

This is an exciting time to join the team as we take forward key locality developments. The post holder will be responsible for working with the management team to deliver our patient and staff experience objectives and will support on a range of patient experience initiatives. You will be an enthusiastic, motivated and dynamic individual who is able to organise and co-ordinate a wide range of tasks often within tight timescales, to work well under pressure, show initiative and lead effective management and resolution of complaints.

You will support the management team to deliver patient communications and engagement initiatives, including communications plans and campaigns.

You will have outstanding written skills and experience in drafting high level written correspondence to maintain the reputation of NCPC. We are looking for someone with excellent interpersonal skills who is compassionate, kind and empathetic and understands the importance of delivering patient centred care.

All staff are expected to work within NCPC Values:

Kindness, Respect, Ambition, Collaboration

Key Working Relationships

Working closely with patients, family members, carers and advocates to support with patient feedback, queries, complaints and incidents to ensure effective resolution and positive outcomes

Working closely with all staff groups across the town to include GPs, nursing staff, reception staff, and the management team.

Working very closely and in collaboration with the wider NHS agencies and Social Care providers to ensure efficient, effective patient centred care is always prioritised.

Working with third party agencies to support with patient enquires, complaints and incident management, requests for reports and other ad hoc enquiries.

Duties and Responsibilities of the post

Duties will include, but are not limited to:

Patient Experience

To play a key role in the delivery of strategic patient and staff experience objectives and facilitate and support operational activities in relation to patient/staff experience and involvement.

• To facilitate patients and the public to make an active contribution in the identification of improvements to the patients experience.
• To act as an expert resource on seeking out, understanding and responding to the voice of patients and staff.
• Ensure effective communication between staff, the practice, patients and other agencies/stakeholders.
• To review national and local strategies in relation to patient experience and involvement.
• Identify the complex or higher risk areas that require input or knowledge from clinicians (including safeguarding issues).
• Identify and act on potential improvements, ensuring a continuous learning cycle
• To be the patient experience expert and champion for Workington Locality

Complaints and Incidents

• Provide a patient support and complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries.
• Follow the NCPC complaints process for formal and informal complaints, speaking to patients to understand their concerns, speaking to relevant members of staff, and coordinating investigations as needed
• Provide written formal complaints acknowledgements and responses
• The post holder will work closely with the management team to provide feedback in relation to complaint handlers, to ensure they meet the timescales agreed with the complainant and provide a thorough first response to assist in the reduction of returned complaints.
• Establish any learning from complaints and incidents which can be shared within the Practice
• Liaise with all levels of staff and other complaints services and external organisations, to resolve complaints and incidents, concerns and enquiries.
• Ensure all complaints and enquiries are managed in a proportionate and customer focussed manner, in line with the Parliamentary and Health Service Ombudsmans Principles of Good Complaint Handling, Remedy and Good Administration.
• Provide information and support to staff on the resolution of complaints/incidents and/or patient related enquiries, in line with NCPC policies
• Support with providing information to third parties including: Healthwatch, PHSO, CQC, NHSE and local MPs as outlined in line with policies.
• Support the practice to meet contractual requirements including the completion of reports as per contract/ regulation (Edec and KO141B reports)
• Support complaints and incidents escalation processes to the Senior Administrators and management team.

Engagement

• Support regular campaigns and projects that engage patients and keep them well informed
• Assist in the marketing and promotion of the Practice across all sites that provides safe, personal, co-ordinated care for the community we serve.
• Act as first point of contact to provide a response or advice to ensure all internal and external enquiries are answered quickly and accurately, taking into account highly sensitive or confidential issues and using judgement where necessary to signpost to the most appropriate person
• Work with team members, Senior Administrators and the management team to identify issues and on patient engagement in services to ensure a co-ordinated approach to public and community engagement
• Incorporate the use of a range of communication channels to engage and encourage two way dialogue with staff, patients and key stakeholders.

Confidentiality

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

For more details, see our full Job Description.

Person Specification

Personal Attributes

Essential

• Ability to work and act on own initiative.
• Willingness to work flexibly.
• Approachable
• Polite and tactful
• Empathetic

Qualifications

Essential

• Degree or equivalent

Experience

Essential

• Excellent verbal and written skills
• Experience in drafting high level written correspondence to maintain the reputation of the employer
• Experience of liaising with internal and external stakeholders to a high standard
• The ability to manage multiple activities
• Experience in use of IT systems e.g. MS Outlook, MS Word, Excel and the internet
• Ability to prioritise and work to tight deadlines when faced with conflicting demands
• Ability to remain calm, focused and efficient when managing conflict
• Ability to develop effective administration and support systems.
• Demonstrate good attention to detail
• Work methodically with accuracy ensuring attention to detail

Desirable

• Experience of working in primary care
• Previous experience in Administration
• Experience in a public facing role
• Knowledge and experience in the use of EMIS clinical system
• Customer service skills

Core Values

Essential

• Strong commitment to the vision and values of NCPC
• Genuine interest in and commitment to the needs of the local community
• Ability to work as part of a team and establish good working relationships at all levels.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

James Street Group Practice

Address

James Street

Workington

Cumbria

CA14 2DL

Employer's website

https://www.jamesstreet-workington.nhs.uk/ (Opens in a new tab)